Do you have experience of providing service and experience design expertise on a customer loyalty / reward programme?
This consulting opportunity is to support our client, a leading UK retail bank, in relaunching its loyalty programme. The role focuses on designing the end-to-end customer experience, from discovery and proposition through to the journeys, service design and operational processes required to deliver the experience.
The project needs a consultant who has:
- strong customer-centric service and experience design expertise
- end-to-end thinking across digital, physical and human customer touchpoints
- strong understanding of customer value propositions, engagement, retention, rewards, benefits and personalisation
- confidence operating in fast-paced, ambiguous and multidisciplinary environments
Key Services
The key services that you will be asked to provide are:
- development of customer lifecycle journeys, service blueprints and future-state experience designs
- facilitation of collaborative design workshops with customers, stakeholders and multidisciplinary teams
- rapid prototyping, testing and iteration of customer experience concepts
- working with delivery teams to translate target experiences into launch-ready services and supporting operational processes
Mandatory Requirements
Successful consultants will be able to demonstrate:
- strong service design or experience design experience
- experience designing and building customer loyalty programmes
- customer-centric discovery, journey mapping and service blueprinting capability
- strong workshop facilitation, visual storytelling and stakeholder management skills
- understanding of customer value propositions, engagement, retention, rewards and benefits, personalisation and customer lifecycle journeys
- effective cross-functional collaboration across Product, UX, Technology, Operations, Marketing, Data and Customer teams
- pragmatic, iterative and delivery-oriented approach in fast-paced and ambiguous environments
Optional Requirements
It will also be advantageous if you have:
- retail banking experience
Working Pattern: Hybrid, 3 days per week in Euston
Contract Type: Inside IR35
Start: ASAP
Duration: 5months
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JC-4478; Service/Experience Designer, Customer Loyalty employer: B2E Consulting Ltd
As a leading consulting firm, we pride ourselves on fostering a dynamic work culture that values innovation and collaboration. Our Hull/Newcastle location offers a unique opportunity for professional growth, with access to top-tier projects and a supportive environment that encourages continuous learning and development. Join us to make a meaningful impact in transforming customer contact operations while enjoying the benefits of flexible working arrangements and a strong focus on employee well-being.
